Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase.

We do not offer refund for a custom-made products. By buying custom-made product (this means the product is not in our usual offer and you customized it), you give up your right to get a refund.

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Please note that it might take up to 5 business days until the transaction is visible on your bank statement.

Unfortunately we cannot refund extra charges such as taxes and duties that may have been collected upon delivery, please contact your local customs office to issue a refund for these fees. 

 

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged during delivery. In that case, we will need proof (a photo of the product) before issuing a refund. If you need to exchange it for the same item, send us an email at info@kelterborn-crafts.com and ask about possiblity of exchange. Note that many of our products are one of a kind, therefore we cannot replace the item for the exact copy.

Shipping returns

To return your product, you should mail your product to:

 

Katerina Kelterborn

Tuckova 919/28

602 00  Brno

Czech Republic

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance.  We don’t guarantee that we will receive your returned item.

When preparing the item for the return, preferably use the original packaging. Especially when returning fragile products like horns, please be sure that it is well packed in sturdy container and securely taped shut.

Need help?

Contact us at info@kelterborn-crafts.com for questions related to refunds and returns.